CSM Magazine

FEBRUARY 23, 2021

When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre.

Technology 52

Technology Telecommunications Call Recording Analytics 52

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CSM Magazine

MAY 24, 2021

According to a recent survey by GoDaddy, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Whether you’re operating a call center or are an entrepreneur with a small start-up, what are the strategies you can use to generate the maximum benefit from your phone inquiries?

Call Recording 52

Call Recording CRM Call Center Customer Relationship Management 52

CSM Magazine

JANUARY 19, 2023

Analyse data properly It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment?

Data 52

Data Self Service Chatbots Call Recording 52

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Make no mistake.

Survey 345

Survey Social Media Contact Center Call Recording 345

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Magellan Solutions

OCTOBER 4, 2023

You may gather feedback after the call through surveys like Promoter Score (NPS) and Customer Satisfaction Score (CSAT). First Call Resolution This metric shows how efficient and effective your phone answering service is. Some of the common quality assurance tools include call recording and QA self-scorecards.

First Call Resolution 52

First Call Resolution Social Media Average Handle Time Customer Satisfaction 52

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. The survey goes on to break down the individual ways that contact centers will capture customer feedback to evaluate their experience.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

Verint

AUGUST 29, 2017

More traditional tools such as surveys and feedback mechanisms only go so far in the digital world. Company-initiated feedback can be solicited through surveys that are usually distributed via web or phone, while customer-initiated feedback tends to occur at key moments in the digital customer journey. What’s the difference?

Call Recording 36

Call Recording Feedback Customer Journeys Government 36

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Make no mistake.

Survey 182

Survey Social Media Contact Center Call Recording 182

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. Here’s more detail about each of the three big talent priorities and how Talkdesk addresses each: Talent Priority #1: Using analytics to better align staff.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Clarabridge

SEPTEMBER 22, 2015

Imagine that you did a survey about your website and 89% of respondents indicated that your site did not help them solve their issue. Fortunately, that alarming survey result was not the only information they had available. The analysis confirmed the survey results: 8X as many comments were negative vs. positive.

Data 40

Data Social Media Insurance Call Recording 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Clarabridge

SEPTEMBER 9, 2015

Unstructured data can be captured in an email, the “open ended” questions on a survey, voice recordings of customer interactions, a post on a customer review site, social media, and dozens of other places. If your unstructured data comes in the form of call recordings, speech analytics is what you need.

Data 40

Data Call Recording Social Media Analysis 40

Inbenta

MAY 7, 2021

In a survey of 1,000 companies, the average response time for customer service requests was 12 hours and 10 minutes. The best call centre software has stacks of innovative features to keep both customers and agents happy, such as: IVR (interactive voice response) Call recording Performance evaluation Speech analytics Technical support.

Customer Service 116

Customer Service Social Media How To Software 116

ECXO

MARCH 24, 2024

6. Customer Feedback: Data collected through surveys, reviews, and customer support interactions. Customer Service Interactions: Data from customer service interactions, including chat logs, call recordings, and support tickets. 7. This data can be used to provide location-based offers, services, or recommendations.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

NobelBiz

APRIL 18, 2022

And while call center management is important, it’s not easy to implement. A client will need to make significant changes in their technologies, CRM system, database, the way they use their analytics and spend a lot of time developing rules and rules-based policies and procedures.

Call Center 52

Call Center Contact Center How To Gamification 52

SmartKarrot

APRIL 20, 2023

Collect data associated with each customer interaction, including the information gathered via emails, phone calls, social media interactions, and live chats. Make sure that you use call recording and analysis software in order to listen to and identify patterns in customer calls.

Resources 19

Resources Customer Success Chatbots Analytics 19

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Why is your customer calling?

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

Kustomer

AUGUST 8, 2022

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve.

Customer Service 98

Customer Service How To Call Center Contact Center 98

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

Kustomer

JULY 16, 2020

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer service experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve.

Customer Service 52

Customer Service How To Call Center Contact Center 52

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. This raw data is inputted into native analytics and reporting tools to provide deep insights.

Engagement 106

Engagement Contact Center Call Recording Trends 106

AWS Machine Learning

DECEMBER 21, 2023

In this post, we address four common use cases: Creating new call scripts Enhancing an existing call script Automating post-call tasks Post-call analytics Throughout the post, we use large language models (LLMs) available in SageMaker Canvas powered by Amazon Bedrock.

Contact Center 93

Contact Center Call Center e-support Knowledge Base 93

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. This raw data is inputted into native analytics and reporting tools to provide deep insights.

Engagement 96

Engagement Contact Center Call Recording Trends 96

BirdEye

JUNE 14, 2023

Feedback management Digital communication tools like surveys and online reviews allow you to get valuable customer feedback for improving your business. A survey can help you identify customers who are happy with your offerings and why they buy from you. Online reviews, whether positive or negative, provide richer data.

Communication 98

Communication Social Media Video Meeting 98

OpinionLab

JANUARY 14, 2019

OpinionLab then applies real-time analytics, text analytics, and creates visualizations and alerts that identifies actionable insights and gets those insights to the right people. OpinionLab’s word of caution to the market (related to competitive approaches to digital CX like ForeSee’s): Don’t confuse feedback with measurement.

Analytics 60

Analytics Measurement Call Recording Feedback 60

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

Win the Customer

JUNE 5, 2017

A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

Pointillist

NOVEMBER 11, 2019

Organizations may also use call quality monitoring for FCR data gathering. Another common approach is collecting customer input during a post-interaction survey. How to Calculate First Call Resolution Once you have chosen a data-gathering method, you must decide how you will calculate FCR.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Vonage

MARCH 26, 2018

In fact, Forrester’s most recent CX Index survey revealed that emotional experience makes up half of the “CX equation” — far outweighing the variables of efficiency and effectiveness (Can the customer achieve their goal? Understanding the customer’s (emotional) journey.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Magellan Solutions

JULY 15, 2021

The organization has over 15 years of experience providing analytical and operational needs for financial institutions in more than 10 countries. . They helped the organization listen to call recordings. Until they perfectly refined their calling strategy to maximize positive results. Customer Survey .

Call Center 40

Call Center B2B Sales Retail 40

CSM Magazine

AUGUST 4, 2021

But customers who have both mortgages and checking accounts get multiple, poorly timed surveys that collide to create a frustrating experience. The contact center knows that a huge volume of calls come in because there is a lack of clarity on the “apply for a mortgage page.”

Banking 52

Banking Self Service Customer Experience Contact Center 52

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. They adopted Calabrio QM analytics to accelerate customer contact resolution and restore service levels.

CRM 59

CRM Self Service Omni-Channel Analytics 59

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics? has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75